Customer Service Coordinator

About Us: 

AVTEL is a global security company, dedicated to helping organisations to protect what is important through robust, responsive and innovative security solutions. Our understanding of security technologies is matched by an appreciation of the practicalities of deploying them within complex environments. 

Join a Team That Delivers: 

At AVTEL, we value individuals who are adaptable, proactive and committed to delivering quality outcomes. You will be working in a collaborative, global environment where accountability, teamwork and customer focus are key to success. 

An Outstanding Opportunity for a Highly Skilled Specialist: 

• We are seeking a Service Coordination Specialist to support service delivery across multiple markets in the APAC region. 

• This role is suited to an individual who brings strong organisational capability, professionalism and a structured approach to work. Prior experience within AVTEL’s specific business is not essential, however candidates with external experience who can quickly adapt, learn and contribute in a dynamic environment will be highly regarded. 

• You are customer focused, detail oriented and thrive in fast paced environments, with the flexibility to support shift-based operations and multiple time zones. 
  

Key Attributes & Requirements 

Service Coordination & Operations 

• Manage customer requests and enquiries via email and phone in a timely, accurate and professional manner 

• Coordinate and assign internal engineers and subcontractors to service requests across APAC 

• Support operations that may require shift-based coverage to meet multi time zone requirements 

• Monitor job progress and ensure timely completion of service activities 

• Maintain accurate records within CRM systems (NetSuite) 

Commercial & Administrative Support 

• Prepare pricing and cost proposals in response to customer requests 

• Create and manage estimations and sales orders within CRM (NetSuite) 

• Coordinate with procurement for required materials and repair components 

• Support invoicing processes and ensure timely submission of service reports 

• Send engineer service reports to customers and coordinate associated invoicing in a timely manner 

Customer & Stakeholder Management 

• Deliver high-quality customer service to enhance satisfaction and long-term relationships 

• Act as a key coordination point between customers, engineers, subcontractors and internal teams 

• Prepare documentation for access and work permissions as required by customers 

• Provide clear, structured and professional communication across all stakeholders 

• Support communication across multiple APAC markets and time zones 

Operational Excellence & Continuous Improvement 

• Demonstrate a structured and detail oriented approach to work 

• Ability to manage deadlines, ambiguity and changing priorities 

• Identify and contribute to service process improvements 

• Maintain quality, accuracy and compliance across all deliverables 

Team Collaboration & Ways of Working 

• Collaborative team player who works effectively across regions and functions 

• Brings a positive attitude and willingness to learn and adapt 

• Demonstrates accountability, ownership and reliability 

• Contributes to high performing team environment 

Skills & Experience: 

• 3 to 5 years of experience in service coordination, operations, or customer support roles 

• Strong organisational, multitasking and time management skills 

• Excellent communication skills with strong English proficiency (essential) 

• Japanese and/or Mandarin language proficiency would be advantageous to support communication across the APAC region.

• Experience working with structured processes and systems (NetSuite preferred) 

• Ability to work across multiple markets and time zones (APAC exposure advantageous)

• Willingness to work rotating shifts and early morning schedules to support regional operations across APAC

• Knowledge of the security industry is advantageous but not essential 

• Strong problem solving, analytical thinking and decision-making skills 

• Demonstrated experience working remotely and managing responsibilities independently.

• Stable internet connection with a minimum speed of 50 Mbps.